Interactio - Multilingual Meetings Solution

TCSM Team Lead/ Technical Lead

ACCOMPLISHMENTS: Successfully monitored 800+ remote meetings. Led Interactio MacFarming project. Provided custom technical solutions for VIP clients.

✔️ Launched, monitored, troubleshot, and moderated remote and hybrid events with interpretation. Provided technical support to Interactio customers and interpreters. Answered all technical inquiries via email, live chat, and phone.

✔️ Performed live technical training to participants, moderators, interpreters, and technicians with various levels of technical experience. Onboarded new customers and coached 8 Interactio Technicians.

Technical Customer Success Manager

LCC International University, Lithuania

✔️ Answered incoming phone calls and provided step-by-step technical support to 600+ representatives of the university body. 

✔️ Managed sound systems. Maintained university hardware and software. Managed incoming technical support tickets on CRM.

Technical Support Representative

Apple

ACCOMPLISHMENTS: Scaled the team in Tirana from 3 to 15 FTE. Improved the rate of Unresolved technical requests from 7% to 2.5%.  Increased the Customer Satisfaction ratio from 71.8% to 93% within 2 quarters. 

✔️ Managed a team of 15 junior/mid-level customer service representatives. Oversaw the customer service process. Troubleshoot a multitude of IOS device issues. 

✔️ Conducted quality assurance surveys with customers and provided feedback to the staff. Planned the training and standardization of service delivery.

Customer Service Lead

Giordano Vini

ACCOMPLISHMENTS: Increased Sales from 150K to 440K a month. Participated in the expansion of services from the UK to Germany.  Increased team’s conversion rate to 72%. 

✔️ Managed the team of 12 Sales & Customer service representatives. Oversaw the customer service process. 

✔️ Conducted quality assurance surveys with customers and provided feedback to the staff. Planned the training and standardization of service delivery.

Sales & Customer Service Team Lead

Jyson Properties

✔️ Planned, implemented, managed, monitored, troubleshot, and upgraded Propeld's website. Conducted regular Q/A testings of iOS and Android App.

Web Application Manager

ASLV PRODUCTION

✔️Set up, operated, and maintained audio-visual equipment used to enhance live events, such as microphones, video recorders, projectors, lighting, and sound mixing equipment. 
✔️Provided technical support during on-site events.

Audio Visual Technician

Experienced Technician with strong management skills and customer-centric mindset. 

ACCOMPLISHMENTS: 
✔️ Successfully supported 800+ remote meetings
✔️ Led multiple teams of 10-15 employees in Sales & Customer Service 
✔️ Increased MRR x3 & Sales CR to 72%

Ledion Bezati

Omnisend

-Proactively assist customers with inquiries, concerns, and technical issues to ensure a seamless and satisfactory experience.
-Build and maintain strong customer relationships by providing personalized guidance and solutions tailored to their needs.
-Collaborate with cross-functional teams to advocate for customers, gather feedback, and contribute to product and service improvements.

Customer Support Specialist

Linearis Translations Ltd.

- Technical support and event management for various online and hybrid events
- Assisting clients with the setup and integration of our software/solution
- Performing live training and onboarding sessions for high-profile institutions and corporate clients
- Close cooperation via the Customer Success, Sales, and Dev team.

Interprefy

- Developing customer knowledge and familiarity with Interprefy software
- Create, track and communicate incidents/problems with all relevant teams
- Supervision of the Remote Support team during events.

Senior Technician

- Supporting the clients and interpreters in all aspects of communications (chat, email, and phone)
- Actively monitoring and maintenance of the platform during an event, remotely repairing any errors encountered in a timely manner
- Follow up with participants and interpreters to ensure the issue is resolved.

Junior Technician

Yettel.Srbija

- Remote support - troubleshooting and technical assistance to clients (device setup, configuration of GPRS/MMS/APN settings)
- Managing a large volume of inbound and outbound calls with knowledge and efficiency
- Providing expert answers to questions regarding products, pricing, and availability
- Helping customers navigate Telenor's website and place orders online.

Customer Service Representative

MSC Cruises

Providing information and general assistance to guests, responding to guest concerns, and promoting the highest possible quality cruising standards and superior customer service.

taplio

The Battle

Ledion Bezati

Matija Leško

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